INEGI (Instituto Nacional de Estadistica, Geografia y Informatica) is the government organization in Mexico responsible for national statistics and geographical information. Every day INEGI fields information requests from thousands of users across the country and around the world, making a strong infrastructure for internal issue resolution essential. Currently, INEGI's staff is challenged by an internal support request process that needs improved structure and workflow. Internal customer service quality suffers because tracking request status is difficult for end users. Additionally, with this type of manual process, it is very difficult for management to monitor or quantify Help Desk performance, making staff evaluation and forecasting difficult. The company selected Microsoft Office system.
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